Brittany Ochoa
La Verne,CA
Summary
Skilled professional with experience in collections, customer service and data entry. Exceptional interpersonal and problem-solving skills. Effectively mediates customer disputes and collects payment in timely manner.
Overview
11
11
years of professional experience
Work History
CSR
Southern California Gas Company
04.2022 - Current
- Issue payment extensions
- Issue emergency orders
- Create bill investigations on behalf of customers
- Initial Set trained for MHP, Reset, New Set
- MSA inspections
- Fumigation close and restore orders
- Took turn on applications for residential customers
- Assist customers with closing service as well as transferring services to their new residential address
- Issue customer service orders, for all natural gas appliances
- Handled customer inquiries and suggestions courteously and professionally.
- Maintained customer satisfaction with forward-thinking strategies focused on addressing customer needs and resolving concerns.
- Offered advice and assistance to customers, paying attention to special needs or wants.
- Updated account information to maintain customer records.
- Delivered prompt service to prioritize customer needs.
- Investigated and resolved customer inquiries and complaints quickly.
- Educated customers about billing, payment processing and support policies and procedures.
Patient Account Representative
Conifer Health Solutions
01.2017 - 02.2022
- Responsible for all aspects of following up and collections for all types of health insurances
- Identify issues/trending issues and provide suggestions for resolutions
- If issues are identified, I will attempt to resolve the issue and if not escalate to a supervisor
- Perform appropriate billing functions, including manual re-bills to health insurances, appeals, medical records, and referrals
- Exceeding my productivity each month while being a telecommuter
- Handle 40+ calls a day to health insurance and patients.
- Worked with outside entities to resolve issues with billing, claims and payments.
- Electronically submitted bills according to compliance guidelines.
- Prepared reports detailing billing actions, flags and other key information.
- Researched billing errors and discrepancies to initiate corrective action.
- Developed and documented collection procedures and policies to comply with government regulations.
Admitting Clerk
Modoc Medical Clinic
01.2016 - 01.2017
- Schedule appointments, check in patients for appointments, verify insurances, data entry, collect co-pays, prepped medical charts, and transfer documents into EMR
- Establish relationships with patients to develop a welcoming atmosphere for the patients
- Was recognized by a city council member for outstanding customer service towards patients
- Answer heavy call volume.
- Verified patient details and insurance coverage and collected co-pays.
- Arranged forms and charts for each patient.
- Answered telephone calls to offer office information, answer questions, and direct calls to staff.
- Completed administrative patient intakes with case histories, insurance information and mandated forms.
- Greeted and interacted with patients to provide information, answer questions and assist with appointment scheduling.
- Scheduled patient appointments in respective doctors' calendars and followed up with reminder phone calls.
- Coordinated referrals through insurance and other medical specialists and documented details in patient charts.
Corps Member
California Conservation Corps
01.2015 - 01.2016
- Work closely with sponsors (Cal-Trans, State Parks) to ensure projects are accomplished such as maintenance of highways and building trails for state parks
- Respond and assist firefighting personnel in emergency disasters using Chainsaw, Pulaski, and McLeod to develop a control line to prevent a further blaze
- Also assisting with crowd control and logistics
- I was the first of my graduating class to obtain a permit to drive state vehicles.
Customer Service Manager
E-Cig Company
01.2013 - 03.2014
- Work directly with customers developing product lines, record keeping, and establishing financial plans
- Develop promotional and marketable plans for company products
- Direct customer service by answering multiple phone lines, e-mails, and also live chats
- Handle 50+ plus calls a day to promote products, customer complaints, and order inquires.
- Resolved customer complaints while prioritizing customer satisfaction and loyalty.
- Took ownership of customer issues and followed problems through to resolution.
- Assumed ownership over team productivity and managed work flow to meet or exceed quality service goals.
- Kept accurate records to document customer service actions and discussions.
- Created and reviewed invoices to confirm accuracy.
- Maintained professional demeanor by staying calm when addressing unhappy or angry customers.
Education
High School Diploma -
Chaparral High School
06.2010
No Degree - NCCT Certification
First Institute Training&Management Medical Office
Fontana, CA03.2014
Set Desk (2023 -
Skills
- Collections Procedures
- Reviewing Patient Information
- Medical Billing
- Problem Identification
- AR Aging Reports
- Claims Review
- Insurance Collections
- Workers' Compensation Knowledge
- Bodily Injury Settlements Proficiency
- Attorney Collaboration
- Account Resolutions
- Administrative Support
Timeline
CSR
Southern California Gas Company
04.2022 - Current
Patient Account Representative
Conifer Health Solutions
01.2017 - 02.2022
Admitting Clerk
Modoc Medical Clinic
01.2016 - 01.2017
Corps Member
California Conservation Corps
01.2015 - 01.2016
Customer Service Manager
E-Cig Company
01.2013 - 03.2014
High School Diploma -
Chaparral High School
No Degree - NCCT Certification
First Institute Training&Management Medical Office
Set Desk (2023 -
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